Senior Helpdesk Engineer – 2nd Line Support / Service Desk Analyst (AWDO-P2462)

Senior Helpdesk Engineer / Service Desk Analyst / 2^nd Line Support Technician with excellent troubleshooting skills covering a wide range of IT and Technical issues required for a well-established Company based in Canary Wharf, London.

 

SALARY: £28,000 - £31,800 + up to an extra £2,600 for Out of Hours Support

BENEFITS: Private Health Care, Season Ticket Loan, Company Pension, Sports and Social Events

 

** Excellent Career Prospects **

 

JOB OVERVIEW

We have a fantastic new job opportunity for an experienced Senior Helpdesk Engineer / Service Desk Analyst / 2^nd Line Support Technician that has a solid background in Technical Support, an excellent telephone manner and great email communication skills.

As the Senior Helpdesk Engineer / Service Desk Analyst / 2^nd Line Support Technician you will work on the Company’s busy Service Desk providing technical, application and telecoms support. You will also oversee the IT Help Desk and deputise in the absence of the IT Help Desk Manager, ensuring response for faults and service requests are accepted and addressed within agreed SLAs.

Working as the Senior Helpdesk Engineer / Service Desk Analyst / 2^nd Line Support Technician you will ensure that all routine and ad hoc SOPs are carried out. You will also be the primary escalation point for technical issues to all Help Desk Analysts.

Your responsibilities as the Senior Helpdesk Engineer / Service Desk Analyst / 2^nd Line Support Technician will also involve maintaining the IT Wiki and knowledge base for IT Help Desk Team.

For the right candidate there is great career development opportunities with a Company that truly supports their employees.

 

APPLY TODAY

If this job looks like your ideal position then please send in your CV as soon as possible for our Recruitment Team to review.

 

DUTIES

• Answering support queries and requests via phone and email

• Install and configure hardware (PC, Laptop, printer, scanner, phones)

• Support software and applications

• Provide customer training where required

• Log all calls on the call logging system

• Liaising with suppliers to arrange appointments and external support

• Ensure IT policy and procedures are adhered to by the business to ensure the integrity of the Company’s network

• Present and portray the IT Department in a positive manner at all times

• Escalation of incidents and queries to the relevant team / colleagues to diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications within set SLA

• Managing the incident and service request ticket queues, ensuring calls are being accepted, actioned and SLA’s are met

• Primary technical escalation point for the Helpdesk, to help resolve complex issues by liaising with other technical departments

• Undertake scheduled maintenance and upgrade tasks as outlined in the SOPs

• Ensuring sufficient Helpdesk Analysts are available to answer phone calls during office hours

• Ensure and maintain the helpdesk quality and focus, maintaining a high degree of customer service

• Produce technical documentation and keep knowledgebase articles up to date for helpdesk staff

• Ability to produce training documentation for Helpdesk and general staff when required

• Work with the Project teams to assist with projects and readiness of support for new applications

• Technically well versed and experienced with extensive knowledge of Helpdesk support processes

• Represent and portray the IT Department in a positive manner at all times

 

IDEAL CANDIDATE REQUIREMENTS

• Must have previous IT experience working within a Helpdesk or Service Desk environment

• Experience of using a call logging system in a Helpdesk / Service Desk environment

• Excellent communicator verbally and written at all levels

• Good technical documentation and maintaining knowledge base experience

• Working in Legal sector desirable but not essential.

• Ability Multitask, prioritise workload and work calm under pressure

• Positive and proactive approach to work

• Understanding of ITIL framework, ITIL foundation V3 desirable but not essential.

• Advanced PC hardware set-up, configuration and troubleshooting.

• Good knowledge of troubleshooting and resolving enterprise applications

• MAC support would be desirable

• Knowledge of dictation software

• Knowledge of AV and Mail filtering software

• MCP or similar qualification, MCSA certification would be desirable

• Strong knowledge of current Microsoft OS Windows, Windows 7 desirable

• Intermediate knowledge and support of MS Office 2013 applications, Outlook, Exchange and Active Directory.

• Strong knowledge of VPN Clients, installing and troubleshooting

• Citrix Xenapp Management Console

• Intermediate Telecoms support experience, Mitel would be advantageous

• Strong knowledge of Mobile phone support – Such as Android and IOS

 

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

PLEASE NOTE: CVs MUST be attached to your email job application in Microsoft Word or PDF format for our systems to process your application correctly, rather than your CV copied and pasted into the body of the email.

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